Hybrid CS Strategy & Analytics Leader

DocuSign, Inc.; San Francisco, Chicago, Seattle (CA, IL, WA); Hybrid; USD 133,000 - 207,000; Full time

Job summary

DocuSign is seeking a Customer Success Operations Manager - CS Experience to map strategy into processes, tools, and operating rhythms that scale CS teams, reduce friction, and deliver measurable outcomes. This individual contributor role reports to the Senior Director, CS Experience and leads transformation programs from design through execution.

The position emphasizes collaboration with CS, Sales, Services, and partners, with a hybrid in-office/remote work model and a strong focus on

Qualifications

• 8+ years in CS Ops, Sales Ops or Strategy and Operations.
• Experience leading cross-functional programs with measurable impact.
• Familiarity with CS, GTM processes and related tools.
• Data-driven with metrics, dashboards, and analytics collaboration.
• Experience with Salesforce and Gainsight (or similar tools).
• Ability to coordinate across diverse stakeholder groups and manage dependencies.
• Proven executive-facing communication and relationship-building skills.

Responsibilities

• Act as CS Ops lead for CS Experience and drive P0/P1 transformation programs.
• Translate CS Experience strategy into charters, roadmaps, metrics, and rhythms.
• Design workflows and SOPs linking roles, playbooks, and systems.
• Define telemetry needs and reporting to support CS leadership decisions.
• Prioritize and deliver system enhancements with business-led requirements.
• Build governance forums, cadences, and artifacts to align leaders.
• Create executive-level decks and narratives to surface options and recommendations.
• Partner with stakeholders to identify risks, gaps, and opportunities and drive resolution.
• Champion DocuSign principles in design, communication, and execution.

Skills

CS Operations

Program Management

Go-To-Market Processes

Data Analytics & Metrics

Salesforce & Gainsight

Cross-Functional Leadership

Executive Stakeholder Management

Tools

Salesforce

Gainsight

Tableau

Job description

DocuSign is seeking a Customer Success Operations Manager - CS Experience to map strategy into processes, tools, and operating rhythms that scale CS teams, reduce friction, and deliver measurable outcomes. This individual contributor role reports to the Senior Director, CS Experience and leads transformation programs from design through execution.

The position emphasizes collaboration with CS, Sales, Services, and partners, with a hybrid in-office/remote work model and a strong focus on